Complaints

This profile includes complaints for BJ's Wholesale Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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BJ's Wholesale Club, Inc. has 267 locations, listed below.

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• 

  BJ's Wholesale Club, Inc.

  350 Campus Dr Marlborough, MA 01752-3082

• 

  BJ's Wholesale Club, Inc.

  1440 Central Ave. Northway Mall Albany, NY 12205-5118

• 

  BJ's Wholesale Club

  650 Memorial Dr Chicopee, MA 01020-5053

• 

  BJ's Wholesale Club

  2044 Red Lion Rd Philadelphia, PA 19115-1603

• 

  BJ's Wholesale Club, Inc.

  3805 Harzdale Drive Camp Hill, PA 17011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon, I am writing to express my dissatisfaction with the resolution offered regarding the damage to my gazebo. BJ's and ****** the manufacturer share a responsibility due to a recall and delay in sending the roof panel repair Kit before the hurricanes came to *****, *******, the damage resulted from defective screws identified in the recall and subsequent weather exposure. This recall was sent may mail at the end of August 2024 and I reached out to BJ's on September 11 2024, they delayed delivery of the repair kit and hurricane ****** damaged the gazebo roof in October 2024. I'm attaching the product recall and some ticket responses where they offer $100 refund but the damage is much higher and labor is costly as per estimates offered by the manufacturer since BJ's directed me to contact ****** the manufacturer for the damage. I would like full refund of the purchase price of $1,182.49, attached receipt as well. Estimate for labor $380 and cost of panels $659, attached emails for support,Thank you for your help in this matter.****** *******

  

  Business Response

  Date: 02/09/2025

  We will reach out to the ****** the manufacturer and will update the member asap. 

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st, 2025 I made an online order to purchase airpods and pick them up at my nearest store. The price of the airpods was listed as ****** and with taxes, the total came out to be $203.29. I picked them up with no problem and did not open them as they were a gift for someone. The next day I find our that other stores have the same product for a lower price, so I go ahead and buy the product from a different store. On February 7th, 2025 I go to BJs and return the product. They dont inform me that they are only refunding $****** as opposed to the $203.29 that I originally paid. I get home and receive email confirmation of my return and it shows they are returning only $******. They are keeping the sales tax of $13.30. They are essentially taking money from me for a product that I no longer have and have returned. The sales tax should be returned as they have not made sales.

  

  Business Response

  Date: 02/09/2025

  We will reach out to the credit team and will update the member asap 

  Customer Answer

  Date: 02/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August I purchased a new membership for $20 as an online incentive for an annual membership. Sometime in Nov, my account was charged a $45 membership fee. Since I had the membership for only a few months, I called and was told they werent sure what the charge was for but that I would be getting a refund. No refund transpired so I disputed the charge with my bank. A month after the dispute, I discovered my membership was revoked when I called for assistance with the app. I was told it may have been revoked for having multiple memberships??! But they had to find out from corporate and email me within *****. I never heard back from anyone, so decided to bite the bullet and just get a new membership with my daughter. (She was included in my previous membership.) her new membership has since been revoked as well and contacted the club directly and was told I needed to speak with asset protection. I explained the situation to ******* on Feb 5th, citing the whole issue and she stated she would get back to me Friday, Feb 7th. I did not hear back from her, so called and was told she is gone for the weekend. I feel I am getting the run around and at this point, paid for two $20 annual memberships with no refund or explanation and also no explanation as to why they erroneously charged me another membership fee in Nov. I feel I am a victim of deceitful business practices and being penalized for having to find my own resolution to an erroneous charge. All I want is a resolution and my membership WHICH I PAID FOR TWICE reinstated. Hoping you can find a better a resolution for me than I have been able to get on my own. Thank you

  

  Business Response

  Date: 02/09/2025

  We will reach out to membership support and will update the member asap. 

  Customer Answer

  Date: 02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BJ's are opening a Wholesale Club in my town of ************, my husband (******* ******) and I applied for a year's membership with them on October 2nd, 2024. We were told that the club will be opening in the fall, and we were hoping to utilize the club for Christmas. Due to delays they still have not opened to date. With no opening date we decided to close the membership (which we were told you can cancel your membership at any time for any reason for a refund) as we were using the local ***** Club instead. We went to the office were we originally purchased the membership to be told you can only get refunds at the club itself. As it was not open yet, we were told to contact customer services for a refund. We called them on December 18th and was told we would be sent a check as the bank account we originally purchased the membership from is now closed. A week later we called them again as we noticed our club membership had still not been cancelled. We were apologized to and said they would close the account and refund via a check. We contacted them again around January 29th as we still had not got a check. The lady my husband spoke with said she would look into it further for us and email the outcome. We got the email yesterday stating they could not find any transaction from us for the membership. I called them today about this and told them I have the original membership receipt and the payment transaction ID from an old statement, showing that the amount was paid to BJ's for the membership, they are now saying they cannot refund us as they cannot find the transaction and to contact the card merchant. The merchant states that due to the account being closed we need to get the refund from BJ's. We are being given the run around now from BJ's for 2 whole months. We want our refund ASAP! This has gone on for too long.

  

  Business Response

  Date: 02/07/2025

  Reached out to member via email and are awaiting a response to resolve. 

  Customer Answer

  Date: 02/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 2, 2024 I attempted to make a purchase of a sale item (mattress) through the BJ's app., the item was on sale for $150.00 off the regular price. There appears to have been a technical issue with the app as it would not allow me to proceed to checkout and kept prompting me to sign in (not usually required in this app). It would not allow me to enter my login info, just kept looping and then locked me out for an hour. By the time it would allow me back in, that sale was over. I have dealt with three members of the *********** team, who were very nice, but could not change their policies and procedures to rectify this matter. I sent an email to the CEO on Dec 13, 2024, never heard back. I followed up with a letter on January *******, never heard back. Tried calling the corporate office multiple times, not able to contact the office of the CEO. Spoke to *********** associate and a supervisor again today. They reiterated there is an offer to me for a $50.00 credit, but nothing else they are empowered to do. The supervisor also clarified they can't see the communication to the CEO and a response from that office would take months. I have been dealing with this matter for two months, have provided all material requested and have spent entirely too much time only to be denied the opportunity to make a purchase I was prevented from making for the price it was offered at the time I tried to buy it.

  

  Business Response

  Date: 02/05/2025

  Reached out to member via email and are awaiting a response to resolve.         

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: January 29, 2025 To Whom It May Concern,I am writing to lodge a complaint regarding the eye exam services my wife and I received at the BJ's Wholesale Club *************** on January 29, 2025. Our experience was far below our expectations and left us feeling frustrated, humiliated, and deceived.Details:Unprofessional Conduct: The technician informed us that the tests were based on their "best guess" and that the doctor on Zoom also "guesses" the results, undermining the service's credibility.Breach of Privacy: During my exam, the technician discussed my wife's eye results in detail, leaving her embarrassed and upset.Pressure to Purchase Unnecessary Products: We were pressured to buy progressive lens glasses despite needing only inexpensive reading glasses.Misleading Information: I was misled into believing the tests were for contacts, but they were only for glasses, wasting our time and money.Lack of Empathy and Solutions: The manager offered no solutions or empathy when I expressed my concerns.Conclusion:The entire process was embarrassing, humiliating, and a waste of $150. We feel ripped off, lied to, and frustrated. This experience highlighted significant issues with the professionalism, privacy practices, and customer service at this location.We urge the Better Business Bureau to investigate this matter and ensure that the BJ's Wholesale Club *************** is held accountable. Additionally, we recommend staff training on privacy laws, customer service, and accurate communication of their services.Thank you for your attention to this matter.Sincerely,***** and ********* *********

  

  Business Response

  Date: 02/04/2025

  Weve contacted the club, and a team member will be in touch with you shortly.

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 30, 2025, I went to use my debit card at an Aldi's in *******, **. The pin number had been changed. When I got home, I logged into my debit card holder account and realized that the Pin had been changed and the balance on the account had been drained in one transaction made online to BJ's Warehouse at ***************************************. The purchase was for $4,162.24. The debit provider thinks it was part of a phishing scam at a card reader site. I still ahve the card in my possession. I was able to obtain the fraudulent transaction from the debit provider, I have the BJ's member's delivery address and the transaction number that was used to make the purchase. The purchase had been made about 1 hour before I caught it so it would have not had time to be processed! I began calling BJ's and asking for help. I was hung up on multiple times and told there was nothing they would do. Eventually, I got a representative to listen and was escalated to supervisor to try to get the transaction cancelled or paused while they investigate. In between calls, I called the police to file a complaint and they said that BJ's had the power to stop the transaction and it was the ONLY hope of ever seeing that money again. We spoke to multiple "supervisors", but as of 2/2/2025, they have not intervened or helped us. They did acknowledged it appeared to be fraud as the member name did not match my debit card. Yet, they still would not stop the transaction. They gave me a reference number to the incident, but have not returned my multiple calls. BJ's had the power to intervene. They chose the most convenient way for them to keep the money in their revenue. It's not an ok way to doing business.

  

  Business Response

  Date: 02/03/2025

  The ************************ Service instructs that all concerns about possible fraud be reported to the applicable state agency. If you do not have the contact information for your state agency, the ************************ Service website includes a state contact directory. The direct URL is: *********************************************.

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  Attention **************** at BJ's:  

  Thank you for the canned response.  We were directed back to you by both the police and the debit card provider as policy has recently changed and we notified your supervisors of this directive.  It is the police and the debit card provider's believe that YOUR organization had the power to stop this transaction and that the funds would be unrecoverable otherwise.  I spoke extensively to customer service representatives (Multiple ones even after being hung up on multiple times) regarding the specifics and the recent changes.  The debit card provider no longer offers any sort of reimbursement due to the extensive fraud they have been facing as of 12/24/2024.  Have you reviewed the complaint that I filed to BJ's and the timeline?  I can provide a transaction number if you are willing.  BJ's needs to put protective measures in place to protect consumers.  But your organization doesn't care, do they? 

  Have you flagged the BJ's member who committed the fraud?  Have you researched their account to see how many others your "Member" has stolen from?  We were able to provide a transaction number along with the shipping address.  You have an obligation as well to prevent fraud especially when it is brought to you within the hour.    Companies have resources to put flags in place especially on large transactions with different cardholder names/ different shipping addresses.  Why doesn't BJ's WANT to help reduce fraud?  Is it because you get the money regardless? 

  If this order hasn't fully shipped out, I am still begging you to do the common sense thing.  All you had to do was pause it or cancel the transaction and this fraud would have been stopped immediately.  One of the supervisors I spoke to admitted it was suspicious and likely fraud.  It was OBVIOUS.

  Regards,

   

   

   

  

  Business Response

  Date: 02/04/2025

  I understand your frustration. Please know that *** has a dedicated fraud department that will thoroughly investigate the issue. BJs always cooperates fully with state and local authorities to ensure these matters are handled properly.

   The ***** Food and ***************** instructs that all concerns about possible fraud be reported to the applicable state agency. If you do not have the contact information for your state agency, the ************************ Service website includes a state contact directory. The direct URL is: *********************************************.
   

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As stated in the previous email, the *** debit card provider has instructed me MULTIPLe times to take this up with BJ's and this fast has been communicated multiple times!  I have also secured a screenshot from ******** website that states that companies they do business with are responsible to detect and prevent fraud.  Not just simply refer fraud back to the state at the taxpayers expense.  I have calls into upper manage at BJ's and hoping to get some policies addessed on this matter.  It's time to STOP fraudulent behavior from CRIMINALS!
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

   

   

   

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The store is BJ's Wholesale Club at ******************** in ***************, **. The other day, January 15, I bought a printer. After 3 days, the price went down $35. So, I went to the store and asked for a price adjustment with my receipt. I was told I needed the physical item, which was in my car. I brought it back to the store, and to my surprise, the employee I had seen before called the manager. His name was *******. Now, they both assumed that I stole a printer from inside the store and tried to return it even though I showed the receipt. i tried to call corporate office without any call back from anyone

  

  Business Response

  Date: 02/01/2025

  Reached out to member via email and are awaiting a response to resolve.    

  Customer Answer

  Date: 02/03/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by BJ's Wholesale Club and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I want to thank the office for the quick response and resolution in the matter. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** M

• Initial Complaint

  Date:01/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/18/2025 approximately noon, I placed an order in the BJ's wholesale club app for pickup at my local club. I selected 13 items which were labeled as in stock at the time of my order. BJs placed a hold of $206.08 on my debit card at the time of the order. The scheduled pickup time was 8 ***** 7:50 pm on 1/18/2025, I received a text from BJs that my order was being shopped. At 8:02 pm I picked up my order. Six items had been cancelled as out of stock. My receipt reflected a final total of $85.43 for 7 items. The policy mentioned in the email states 5-7 days for the hold to be removed. On Friday, 1/24/2025, I contacted the BJs customer service number as was told the reversal/refund had been processed and will take 10 days. As of today, 1/28/2025, BJs has not corrected their hold on my debit card for $206.08.I am owed $120.65, which I expected to have for purchasing my grocery items not in stock at BJs. Although common, the practice of charging the customer for goods that aren't received is unreasonable. All responsibility should not be placed on the customer. I chose items in stock at the time of my order. Since quantities cannot be guaranteed, BJs should not charge the customer's card with the full amount, plus more for possible adjustments, until the order is shopped. Perhaps charging the shopping fee will verify the card ahead of time, with the final charge being done when the receipt is printed. Many vendors process refunds within hours, sometimes minutes. There is technology available that would allow BJs to quickly reverse a temporary hold, however the company chooses to take advantage of an outdated process while providing poor customer service when customers seek resolution.

  

  Business Response

  Date: 01/29/2025

  Please see attached

  We will contact the member to confirm the refund.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reasons for my complaint: **** laptop was unable to turn on just from using it with care for less than 6 months 2.Misleading advertisement of *** information 3.Warranty information falsely advertised 4.Lack of Transparency 5.Deceptive Business Practices **** laptop was unable to turn on just from using it with care for less than 6 months Based on industry data, experiencing significant problems with a laptop within the first six months of ownership is uncommon. Factors like manufacturing defects, component failures, and brand reliability can influence these rates. Less than 10% of laptops experiencing major issues within the first six months. The caps lock key indicated 3 long blinking lights and 2 short blinking lights. Technicians mentioned it was a *** issue. This is an internal issue and I did not act irresponsibly towards the device. Technicians said that the *** for this computer may not be replaceable or upgradable. After speaking to a ** representative, it was finally turned on. 2.Misleading advertisement of *** information The advertisement did not specifically state the *** was attached the computer board. It simply states 8 ***. This violates New York General Business Law 349. New York General Business Law ******************************************** the conduct of any business, trade, or commerce within the state. 3.Warranty information falsely advertised A PDF document states there is 1 year warranty hardware and technical support, but that was not the case. ** actually wanted me to pay for fixing the device. Again, this violates New York General Business Law 349. 4.Lack of Transparency After my device was turned on, I asked the ** representative what happened. She said she does not know. 5.Deceptive Business Practices After all this, ** mentioned I can purchase a coverage plan for a certain price. I told them when devices are handled with care, there should not be a problem like this so early.

  

  Business Response

  Date: 01/28/2025

  We will contact the member to understand why they did not go through the manufacturers warranty. Please see BJ's return policy ****************************************************
  

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mark